Job Description

WILDWOOD TRUST

Visitor Services Assistant

Contract:

Part time, variable hours

Location:

Wildwood Devon, Escot park, Ottery St Mary, Devon, EX11 1LU

Reports to:

Administration and Customer Services Manager

Responsible for:

This role has no direct reports or line management responsibility

Grade:

Grade 6

Job Purpose

This role is an integral part of the visitor-facing team, responsible for maintaining exceptional standards of customer service at all times. From the moment our visitors enter the park, to their lasting impression as they leave, our Visitor Service Assistants are involved at all the key points of the customer journey, including shop, cafe, play park, toilets, car park, and the wider park environment.

Key Responsibilities

Managing visitor flow, greeting and welcoming visitors warmly to the park and directing traffic during peak times

Providing professional and efficient customer service on the phone, in writing, and in person, handling queries and referring any issues to the appropriate manager

Upselling products such as memberships schemes, gift aid, trails, experiences, and cafe specials

Handling deliveries and managing stock, ensuring areas are well stocked, labelled, and presentable at all times

Processing customer orders at till points, handling payments with accuracy

Serving food to customers in a timely manner

Overseeing the safe use of the drop slide

Ensuring customer facing areas of the park are clean and maintained, including litter picking, emptying bins, sweeping and mopping floors, clearing tables, washing up, and ensuring toilets are presentable, reporting any issues to the appropriate manager

Involvement in park events and seasonal activities, helping to ensure these run smoothly and carrying out any reasonable requests from the management team

The Working Week

Your working week will be varied and busy, with no two days the same. During peak season you will likely start the day directing traffic in the car park, then move into the shop to welcome our visitors and sign them up for membership. At lunch time you might be needed in the cafe, serving customers and clearing tables as necessary. There is also scope here to progress into the kitchen and barista sections. The afternoon could be the time for checking the park is clean and tidy, or you could be selling ice creams in the Snack Shack. During quieter periods you could be restocking shelves or assisting with the stock count. At all times you will be interacting positively with visitors, encouraging them to learn about the animals, flora and fauna around the park and informing them of any events or talks happening that day.

This role is a variable hour position designed to support the park's seasonal fluctuations. Core working hours can be anywhere between 08:00 and 22:00, with an unpaid 30-minute break for shifts exceeding six hours (age-dependant). This post is paid at National Living Wage. The job will include evening, weekend and bank holiday working as part of your normal duties.

This job involves undertaking duties which include the following health, safety and wellbeing considerations:

Regular use of Display Screen Equipment (DSE)

Lone working (age-dependant)

Mandatory Training for this role includes:

Manual Handling

Equality & Diversity

Safeguarding Awareness

GDPR / Data Protection Awareness

Fire Safety Awareness

Ladder Safety

First Aid

Customer Service

Food Allergen Awareness

Food Hygiene

Skills, Knowledge, Qualifications & Experience

All Wildwood staff are passionate, committed, and resourceful. To succeed in this specific role, you will be proactive, personable, and a great team player.

Essential

Confidence to carry out tasks independently

Ability to work productively and successfully within a team

Strong verbal and written communication skills

A passion for customer service, ensuring visitors have the best possible experience at every step of their visit

Ability to interact with the public, answering questions, giving information, and directing issues to the appropriate manager

Capable of maintaining a calm persona in a high-pressure environment and during peak times

Positive 'can do' attitude with a willingness to help whenever needed

Attention to detail, and a willingness to learn

Demonstrate a genuine love of British wildlife and belief in Wildwood's Mission; to protect, conserve, and rewild British wildlife.

Desirable

Working knowledge of relevant POS software and retail equipment

Previous experience in a similar customer-facing role would be beneficial

Experience of resolving customer issues on the phone, in person, and in writing

Why work for Wildwood

Wildwood is a native species conservation charity established in 2002 to push the boundaries of innovative conservation and rewilding. We work with nature to fight the biodiversity crisis, to halt the extinction of species and to create resilient habitats in which nature thrives. We focus on nature-based solutions to return native species and recreating truly wild spaces.

Wildwood has a proud culture of respecting and valuing all colleagues. Our people are integral to our success; their expertise enables us to achieve our ambitions, their professionalism creates strong collaborations, and their integrity upholds our organisational values.

Employment Package

National Living Wage

Accumulative annual leave allowance based on hours worked, including statutory holidays

Inclusive and family-friendly working policies

Training & development opportunities

Selection of staff benefits including discounts

Free or reduced price entry to BIAZA accredited zoos and aquariums

Job Types: Part-time, Zero hours contract

Pay: 12.21 per hour

Benefits:

Discounted or free food Employee discount Free parking On-site parking
Schedule:

Day shift Monday to Friday Weekend availability Weekends only
Work Location: In person

Application deadline: 01/06/2025
Reference ID: Devon-VSA-May2025